Manager, ServiceNow Platform

Tanium•Durham, NC

3d•$131,000 - $201,000•Hybrid

About The Position

The Manager, ServiceNow Platform is the strategic owner of Tanium’s enterprise ServiceNow environment — accountable for the platform roadmap, governance, and delivery across our full suite of modules: ITSM, ITOM, Hardware and Software Asset Management (HAM/SAM), Vulnerability Response (VR), Security Incident Response (SIR), Integrated Risk Management (IRM), Strategic Portfolio Management (SPM), and Technology Provider/Customer Service Management (TPSM/CSM). You’ll lead a team of seven platform specialists, mature our CMDB and CSDM framework, and serve as the primary partner to IT and Security, to stakeholders across the broader organization, and to the customer-facing teams who rely on ServiceNow to run the business. Two things make this role stand out. You’ll join our TPSM/CSM implementation mid-flight — a high-visibility program reshaping how Tanium delivers and manages customer service at scale. And you’ll serve as customer zero for Tanium’s own product integrations, working directly with our product and engineering teams to pilot, validate, and operationalize native Tanium capabilities within ServiceNow before they reach customers. You’ll also lead the adoption of AI across the platform, from Now Assist to agentic workflows and AI-driven automation. This is a people-first leadership role for a technically grounded manager who can balance hands-on platform ownership with leading an already high-performing team — meshing with its established culture while continuing to develop it. This position follows the Company’s hybrid schedule which currently requires employees to work in the office at one of the following locations a minimum of three days per week: Addison, TX; Bellevue, WA; Durham, NC; Emeryville, CA; or Reston, VA.

Requirements

6+ years of ServiceNow platform experience, including 2+ years managing or leading a team, with a track record of coaching and developing engineers
Deep, hands-on experience across ITSM, CSM and ITOM
Proven CMDB governance experience — you’ve built or significantly matured a CMDB, not just maintained one
CSDM experience — you understand the framework and can apply it as a standard across module deployments
Strong stakeholder management — comfortable translating technical constraints into business language and back
Hands-on experience running Agile/Scrum delivery (sprint ceremonies, backlog management, iterative releases)
ServiceNow Certified System Administrator (CSA)
Excellent communication skills
Thorough, organized and meticulous work methodology

Nice To Haves

Working knowledge of three or more additional modules: HAM, SAM, VR, SIR, IRM, SPM, TPSM, or CSM
TPSM or CSM implementation experience — prior ownership of a CSM/TPSM deployment is a strong differentiator for our active program
Proficiency in Flow Designer, Business Rules, UI Policies, Integration Hub, and ServiceNow scripting (JavaScript/GlideScript)
Experience managing Discovery, Service Mapping, and MID Servers in enterprise environments
Familiarity with Automated Test Framework (ATF), Performance Analytics, and ServiceNow reporting
CIS certification(s) in one or more of ITSM, ITOM, Data Foundations, HAM, SAM, SIR, IRM, or SPM; ITIL v4 Foundation
Hands-on experience with the Tanium platform (endpoint management, asset discovery, vulnerability data) — it accelerates your work as customer zero
Exposure to Now Assist, agentic AI workflows, Predictive Intelligence, or generative AI within ServiceNow
Vulnerability Response (VR) experience in a SecOps context

Responsibilities

Lead and develop the team
Manage, mentor, and retain a team of seven ServiceNow administrators, developers, architects, and business analysts
Define team goals, career development paths, and performance expectations; conduct regular 1:1s and reviews
Own Agile/Scrum delivery — sprint planning, backlog grooming, and story pointing for predictable, high-quality releases
Foster a culture of continuous improvement, collaboration, and accountability
Own the platform
Define and execute the ServiceNow platform roadmap, balancing stakeholder demand with platform health, technical debt, and upgrade cycles
Govern the platform — coding standards, change management, release processes, upgrades, patching, and instance health across sub-production and production environments
Own integration strategy across ServiceNow and enterprise systems (Integration Hub, REST/SOAP APIs, MID Servers), partnering with infrastructure, security, identity, finance, and HR
Serve as customer zero for Tanium product integrations — pilot and operationalize real-time endpoint data, vulnerability feeds, asset discovery, and automated remediation workflows before they reach external customers
Drive CMDB and CSDM maturity
Own the CMDB governance framework: data quality standards, CI lifecycle, duplicate management, and reconciliation rules
Lead CSDM adoption as the foundational data model for every new module deployment
Manage Discovery, Service Mapping, and Tanium SGC for accurate, real-time infrastructure data — enriched by Tanium as an authoritative endpoint source
Deliver across the module portfolio
Help drive the ongoing TPSM/CSM implementation — shaping design decisions, stakeholder alignment, and delivery milestones in close partnership with Customer Success and Operations leadership
Oversee configuration, improvement, and stakeholder satisfaction across all licensed modules (ITSM, ITOM, HAM, SAM, VR, SIR, IRM, SPM, TPSM/CSM)
Partner with module owners and business stakeholders to assist the BA’s with capturing requirements, prioritize the backlog, and translate business needs into platform solutions
Drive automation and AI-powered improvements using Flow Designer, orchestration, and Now Assist to eliminate manual toil and accelerate service delivery
Support IRM and SIR risk and compliance workflows that meet audit and security requirements, and ensure HAM/SAM data integrity for accurate license reconciliation and audit readiness
Collaborate and communicate
Serve as the escalation point for platform incidents, stakeholder concerns, and cross-functional delivery decisions
Report on platform health, sprint velocity, and module adoption to the Senior Director, Business Systems and technology leadership
Champion AI adoption — evaluate and deploy Now Assist, agentic workflows, and Predictive Intelligence where they create real gains, and bring forward-looking recommendations to leadership